Not POOR Customer Service...NO Customer Service!

Here is my formal complaint with the BBB about Myers HVAC:

HVAC job that began 5/18 is still not resolved on the 30th of July. Delays due to Myers waiting 2 wks to order part and improper assessment on 5/18.
For 15 days in June and another 10 days in July, we suffered 90-95 degree temps in our upstairs due to continuous delays by Myers HVAC Services. Myers was originally sent to our residence by our home warranty provider, American Home Shield (AHS), due to the fact that both of our air conditioner condensers were frozen. As of July 30th, after hours on the phone with their service manager, 5 voice mails requesting a call from the owner, and 2 emails requesting a call through their web site, our air conditioning issues have still not been resolved and I have yet to talk to the owner.

We have discovered that the delays we have experienced were largely due to Myers inexplicably waiting 11 days to order a part and then blaming the delay on AHS. Further delays were the result of Myers' technicians not doing a thorough assessment of our entire HVAC system during first call on May 18th.

Here is the timeline of this saga:
May 17: Call made to AHS concerning frozen units.
May 18: Myers' tech puts 3 lbs freon in upstairs unit and 2 lbs freon in downstairs unit along with can of leak seal in each unit. Due to leaks in Fall of 12, owner asked if we could proceed with replacement and was told AHS would not allow them to do anything but put in leak seal.
June 4: Upstairs unit frozen up.
June 6: Myers' tech determines compressor for upstairs needs replacing.
June 17: Myers calls AHS to authorize service.
June 19: Myers' techs install new compressor.
July 3: Upstairs unit again frozen.
July 3: Myers' tech checks evaporator coils and determines it is source of leak.
July 11: Myers calls AHS to authorize service.
July 12: Downstairs unit again freezes.
July 13: Myers' tech installs new evaporator coils. While tech is on site, have him look at downstairs evaporator coils and he states they have been leaking since "Day 1" (May 18th) and should have already been replaced. Tech has $150 invoice for "mastic", but homeowner explains he has multiple calls into Mr. Myers to discuss bill.
July 30: Myers' techs arrive to install downstairs evaporator coils, but let homeowner know they first need to collect $165 for "non-covered" expenses. When pressed for explanation, owner was told it was for $125 service fee and $45 non-covered items (Math doesn't add up). After calling Myers' office, tech stated that they would be willing to waive the $125 service call, but owner would need to pay $45 costs as well as the $150 for the July 13th install of the mastic. Owner explained that he had left 4-5 messages for Mr. Myers about the $150 and was not willing to pay $195 to authorize them to begin install of downstairs evaporator coils until he at least talked to the owner. Techs were told by Myers home office that they needed to leave, that they had other jobs to get to.
July 30: Owner calls Myers asking again to speak to Mr. Myers and was told by Beverly, the service manager, that he was "too busy and unavailable"...even after owner described a brief outline of what he had endured since May 18th. When owner pressed about the delay in ordering the part from June 6th til June 17th, Beverly blamed AHS, stating that they had to wait for authorization.
July 30: Owner calls AHS to get clarification on why there was a delay and was told that they were not called by Myers until June 17th and authorized the service immediately. Rico at AHS also stated that it was not AHS' policy to limit service provider to leak seal on first visit...another fabrication by Myers. Rico initiates a 3-way call with owner and Beverly of Myers to clear up the matter. When owner asked Beverly how much of the $150 charge for mastic was labor, she stated that they couldn't give that info. When owner again asked to speak to Mr. Myers, Beverly stated that she would pass along the information. Rico offered a final solution...getting cash settlement for downstairs evaporator coils from AHS.
July 30: AHS will call owner within 24 hours with settlement price.

Consumer's Desired Resolution:
Throughout this entire ordeal with Myers HVAC, we feel that we have been very patient. My wife and I work from home and our home studio/office is upstairs...along with the bedrooms of 3 of our 4 children. We have endured the incredible inconvenience of 15 days without air during the month of June and another 10 days during the month of July and have come to realize that these delays were the result of Myers inexplicably waiting from June 6th to June 17th to order first part and then waiting from July 3rd to July 11th to order the second part. To this date, we have gotten no reasonable explanation for the delay in ordering the parts, but only passing the buck to the home warranty company, which we now know was not their fault. Even after all of this was brought to light, Myers, instead of taking care of us and apologizing profusely for our ordeal, they insisted that we pay the $195...even stating what a deal that was to get "a new unit for only $195." Along with having to work in a 90-95 degree office for a total of 25 days, my wife and I also have spent hours on hold with and talking to Myers trying to resolve this issue. With everything that we have been through and after 5 urgent requests to speak to Brandon Myers the owner, we feel it is inexcusable that we have not gotten a phone call to date to work toward a solution. This is not poor customer service...this is NO customer service.My assessment is that because our business came through our home warranty and because Myers must drop their rates in order to secure AHS' business, our job was 1) a low priority when compared to regular jobs, and 2)Myers was going to try to make back whatever they could with "non-covered" items. The first non-covered item that Myers at first told us AHS required them to charge for was a new pad for the outside compressor. Knowing that unless the new unit was much large than the one being replaced and wouldn't fit on the existing pad, we didn't need a pad. After pressing with AHS, AHS let us know that they didn't require a new pad as we were told because they can only go by what the service provider says is needed. On the replacement of the upstairs evaporator coils, Myers stated that we needed a new pan ($225), a new float ($145), and mastic ($150) to seal the ductwork. Of these three charges, the installer (Dean) determined that the pan and float were not necessary, leaving only the $150 mastic charge.We still have not been told what the $45 uncovered charges are for today's install that did not happen. In light of the comedy of errors that we have endured due to the oversights made by Myers' field techs as well as internal ordering, we simply want to get our downstairs evaporator coils replaced without having to pay the $195. We have endured well over $195 worth of lost productivity having to spend unnecessary hours on the phone trying to resolve this matter as well as 25 days of 90-95 degree heat in our home office. I believe any reasonable assessment of this case would determine that good customer service would be to complete the installment of the downstairs evaporator coils at no additional charge. Thank you for your prompt attention to this matter.

Horrible, uncaring and unprofessional. Awful people, ruined our claim with our warranty company by writing a false report. Never showed up or called when scheduled to do repairs, even when we offered to just pay ourselves. Answer phone chewing food and act like morons when questioned about why no one ever shows up for scheduled appointments.

AVOID THEM
Meyer was dispatched by our home warranty company to repair our air conditioner which had quit working. As of today, it has been almost one month and no repair has been done. We have had always had a good experience with Meyer in the past including purchasing some large systems from them for our rental homes. This experience has been horrible. They came out about four weeks ago and...